Bringing a complaint to us about your claims management company (CMC) is straightforward and won’t cost you anything.

We're here to help

We want to hear from you in your own words, and we’ll explain anything you’re not sure about. But if you’d like us to talk to a member of your family, or a friend – or someone else who’s helping you, like Citizens Advice – we can do that. 

If you need to communicate with us in a different language, we can use interpreters and translate information for you. We can also communicate in British Sign Language, and give information in different formats, including Braille. Find out more about the ways we make our service accessible to customers with additional needs.

What's the process?

Our timeline below shows what should happen and when.

1

Talk to the CMC first

You should give the CMC a chance to sort things out before bringing your complaint to us.

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Let them know what you’re unhappy about, and how you’d like them to put things right.

If you’re not sure how to do this, call us on 0800 023 4567 and we can help. The CMC needs to give you their final response within eight weeks at the most, depending on what you’re complaining about.

2

If you’re still not happy, bring your complaint to us

If you’re not happy with the response you get from the CMC – or they don’t get back to you – you can ask us to get involved.

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You need to get in touch with us within six months of the date of receiving the CMC’s final response to your complaint (though there are some exceptions to this rule – find out more about time limits affecting your complaint).

When you get in touch, we’ll need to know:

  • some basic information, including your name and address
  • what the problem is, and how you want things put right
  • any relevant reference details that relate to your complaint
3

We’ll look into your complaint

Once we’ve checked your complaint is something we can help with, we’ll start to investigate.

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When we look into your complaint we'll:

  • ask the CMC for their side of the story
  • weigh up the facts of what’s happened, fairly and impartially
4

We'll let you know what we think

Once we've got all the information we need, we'll let you know what we think.

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If we think there’s just been a misunderstanding – or you haven’t lost out – we’ll explain why. But if we decide you’ve been treated unfairly and have lost out because of this, we’ll tell the CMC to put things right.

5

If you want to take things further

If you or the CMC disagree with what we think, you (or the CMC) can ask for a formal decision from one of our ombudsmen.

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Our ombudsmen can look at things afresh, and have the power to make legally binding final decisions. If you don't accept our final decision, we can’t take your complaint further – but you can still go to court instead.

6

Putting things right

If we decide the CMC has done something wrong, we’ll ask them to put things right.

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We can do that in a number of ways – including asking the business to pay you compensation.